Hospitality Excellence

Create service excellence in the Hospitality Industry. You will find a marked improvement in guest relations and in staff confidence that will have your customers/guests coming back for more……join the list of hotels and guest lodges that have benefited from this outstanding seminar!!

Delivering Service Excellence is the kind of service that makes a positive lasting impression on your guests.

Who Should Attend?

  • All levels of staff who interact with guests, face-to-face or telephonically
  • Front Office /Housekeeping /Food and Beverage/Functions /Chefs/Maintenance/security
  • A valuable tool for all Staff in hotels, bed and breakfast, restaurants, Clinics and Hospitals.

Course Content

  • Communicating for Service Excellence in the Hospitality Industry- How to deliver excellent service.
  • Moments of Truth- Go that extra mile.
  • What is Service Excellence? Treat all guests with RESPECT!!
  • “Wow the Guest with extra-special service, courtesy, professionalism, enthusiasm and exceed your guests’ expectations!
  • Managing Stress and Time in the workplace-an essential tool for all staff.
  • Acquire excellent communication skills with staff, supervisors and management . In fact throughout the Property.
  • Communicating with guests -communication problems and issues.
  • Give consistent service that is warm and friendly- Look them in the eye and smile!
  • Handling complaints and problems.
  • The important role of front-of-house/waitrons/ chefs/ housekeeping staff.
  • Telephone Communication and etiquette-Answer that phone within 3 rings and smile!
  • Building Effective Teams in the Workplace. “The Fish Philosophy”-A motivational Experience
  • This course includes award winning videos from the USA and South Africa-“Give ‘em the Pickle” “How to Connect with the Guest in 90 Seconds” and “What the Customer loves and loathes”
  • This programme is an interactive, multi-sensory workshop that facilitates the development of a service ethos in the Hospitality Industry.

Marriott  Hotel Chain Customer Guidelines  (Handout to Delegates)

  • Guest Contact rule: eye contact, smile, greet. Use guest name.
  • Giving Directions: Escort guest whenever possible. Avoid pointing.
  • Answering Telephone: Greeting- “How may I assist you?”
  • Name tag and uniforms.
  • Limit personal phone calls and conversations with staff whilst in the presence of our guests.
  • Guest Problems: Take ownership.
  • Positive Attitude: Use positive words “  My pleasure”. Be a good ambassador of the hotel.
  • Guest names: Learn and use each guest’s name.
  • Be proactive: Take care of people by showing initiative and assist all guests in a positive way.
  • Be knowledgeable: understand all parts of your job so that you always contribute 100 percent to servicing your guests.
  • Environment: Cleanliness is the responsibility of every person. Clean as you go and maintain a safe, clean and neat area.
  • Fond Farewell: Use phrases like” Thank you for staying with us”. “We appreciate your business”